AWS Machine Learning

JANUARY 29, 2025

Generative AI can revolutionize organizations by enabling the creation of innovative applications that offer enhanced customer and employee experiences. Operating model patterns Organizations can adopt different operating models for generative AI, depending on their priorities around agility, governance, and centralized control.

Government 88

Government Policies Knowledge Base Insurance 88

Experience Investigators by 360Connext

JANUARY 5, 2021

Assure your customer experience mission is defined and communicated. Your Customer Experience Mission Statement is what guides your intentions, actions, behaviors, and even rewards. It’s just as important to your culture to communicate about this mission in an ongoing way.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

CX Journey

JANUARY 31, 2018

Building your business case is not only about the why but also about the what: teach executives who might not understand the connection between focusing on culture, employee experience, and customer experience and increasing revenue and profits. Develop a governance structure. Communicate. Communicate.

CEM 164

CEM Management Government Culture 164

Kayako

FEBRUARY 28, 2019

Make sure that your values are not only defined but communicated to employees on a regular basis. And you must commit to hiring, firing, and promoting employees based on your core values. Employee experience. There is a clear linkage between the employee experience and the customer experience.

Strategy 121

Strategy Customer Experience Government Customer Journeys 121

Experience Investigators by 360Connext

FEBRUARY 9, 2021

That leads to a whole other set of investment opportunities: Cross-functional leadership assignments, coordination and communication to act on next steps. Governance tools and processes to coordinate centrally, along with the project management required to facilitate. These are investments focused on your employees.

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

ClearAction

NOVEMBER 14, 2022

Gratitude Grows Gains from Employee Experience Strategies Lynn Hunsaker. An attitude of gratitude is the source of growth personally and in relationships with fellow employees. Employee experience gains from gratitude in interactions are smiles, responsiveness, and doing the whole job.

Employee Experience 71

Employee Experience Strategy Exercises Government 71

ECXO

NOVEMBER 9, 2023

Leveraging Culture, Diversity, and Employee Experience: A seasoned corporate executive, Karen’s versatility shines through her accomplishments across multiple industries. She believes integrated, customer-centric communication and strategic tech ensure secure, future-proof contact centers.

Culture 156

Culture Connections Contact Center Leadership 156

Enalyzer

MAY 13, 2020

Our solution helps organizations quickly understand and address the employees’ unique concerns and needs to create actionable plans for transitioning teams back into the workplace. Are you interested? Our consultants are ready to help you get through this.

Government 98

Government Survey Leadership Consulting 98

Lumoa

JUNE 23, 2021

More diverse customer experience No matter what industry you operate in, your customers are likely to be a diverse mix of people with a mix of religion, race, social status, ableness, and other characteristics. To win in a diverse market, your customer experience team needs to be able to empathize with the customers they’re trying to help.

Customer Experience 195

Customer Experience Culture Employee Experience Effort Score 195

Russel Lolacher

JUNE 5, 2022

In this episode of Relationships at Work, Russel chats with technology service leader and speaker Brandon Caudle on the pros and cons of communication technology at work. The types of communication platforms organizations can use. How knowledge transfer and culture can benefit from communication technology. PLAY AND SUBSCRIBE.

Communication 93

Communication Technology Employee Engagement Conference 93

Vonage

OCTOBER 2, 2017

Establish a cross functional governance process: Implementing a BCE requires company wide engagement. Pay attention to the employee experience: As we know from the Service Profit Chain there is a strong correlation between the employee experience and the customer experience.

Tips 133

Tips Brands Customer Experience Competitive Advantage 133

Customer Bliss

DECEMBER 28, 2018

Employee Experience Trickles Down to Customers. Patricia soon realized that there were rules and operations in place which sometimes inhibited employees from being able to serve the customer efficiently. Help the C-Suite Help Employees. The principles are as follows: Ask, will it make the life of the customer easier?

Telecommunications 141

Telecommunications Chief Customer Officer Call Center Government 141

Uniphore

SEPTEMBER 1, 2021

The Project Manager is responsible for achieving project financial and operational targets, promoting project communications, governance & best practices, resource management and forecast, and enabling customer trusted relationships. Bachelor’s degree or equivalent work experience. Project management certification is a plus.

Management 26

Management Travel Call Center Experience Government 26

Vonage

SEPTEMBER 15, 2017

Establish a cross functional governance process: Implementing a BCE requires company wide engagement. Pay attention to the employee experience: As we know from the Service Profit Chain there is a strong correlation between the employee experience and the customer experience.

Tips 267

Tips Brands Customer Experience Competitive Advantage 267

ShepHyken

DECEMBER 23, 2022

This week, we feature an article by Mitel , a company that works with teams by supporting their communications and technology needs so that they can provide the best customer experience possible. They share their top 5 unified communications predictions for 2023. Predictable. Our prediction? Top 5 UC Predictions for 2023.

Communication 73

Communication Contact Center Return on Investment Survey 73

ECXO

OCTOBER 5, 2023

Experience Management Maturity Price: € 415 EUR Description: Learn how to generate indisputable ROI and internal engagement through modernized approaches to customer, partner, and employee experience Metrics & Analytics, Design & Efficiencies, Culture & Accountability, VoX & Intelligence, and Strategy.

ROI 156

ROI Video Government Leadership 156

Beyond Philosophy

JUNE 13, 2019

So how do you get happy employees and how does it affect Customer Experience? You must design an Employee Experience that enables the Customer Experience you want to deliver. We discussed the importance of creating a complementary Employee Experience along with your Customer Experience in a recent podcast.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

Think Customers

JULY 3, 2024

As we have explored, AI is fundamentally transforming the employee experience, touching every aspect from recruitment and onboarding to learning, development, and day-to-day engagement. Collaboration and Communication AI-powered communication tools facilitate better collaboration, especially in remote and hybrid work environments.

Employee Experience 52

Employee Experience Analysis Multi-Channel Culture 52

InMoment XI

JULY 12, 2023

Implementing Effective Communication Channels When people connect with your brand, how do they contact you? Effective communication channels are crucial for delivering a positive customer experience. These channels must be easily accessible, responsive, and integrated to provide seamless communication and support to customers.

Customer Experience 195

Customer Experience Strategy Self Service Customer Journeys 195

Beyond Philosophy

JUNE 7, 2017

Trust in the four major global institutions, namely government, business, media and non-government organizations, has taken a massive knock in the last several months, to the point where rebuilding trust has not only become a nice-to-have, but an absolute imperative, if these institutions are to survive.

Government 121

Government Advertising Social Media Employee Experience 121

Customer Bliss

OCTOBER 28, 2021

The more urgent the issue, the more direct communication you want. Give them the training and the tools that they need, and the opportunity to be a communicator and problem solver, instead of being a rule enforcer. Have you ever played service roulette? Don’t make your frontline the policy cops in those moments.

Case Study 148

Case Study Study Policies Government 148

BlueOcean

OCTOBER 8, 2021

They carefully planned the logistics of installation, a communication plan for the roll-out, and an updated billing cycle to accommodate customers—they even arranged for trucks to circulate in areas of need to answer questions and hand out water-saving showerheads. Tapping into Customer Personas.

Customer Experience 177

Customer Experience Contact Center Culture Government 177

CX Centric

MARCH 29, 2023

On the 29th of June CX-Centric in collaboration with Alida and Anthrolytics hosted a very poignant event which was on Rethinking Employee Experience in the new World of Work. In this event, we had a pull of great think tanks who are very much devoted to Employee Experience.

Employee Experience 52

Employee Experience Government Banking Customer Centricity 52

Storyminers

FEBRUARY 17, 2021

Mike and Akos, two customer experience professionals from two continents discuss what customer experience base thinking can teach politics and how it accelerates “global thinking”. More than ever, we need honest and substantive communication, but there seems to be a movement in the opposite direction. We need a reboot.

Groups 147

Groups Government Travel Communication 147

CX Journey

JUNE 17, 2019

As such, a governance structure is critical to the foundation of any customer experience transformation. Each initiative requires employees to do more work - work they believe is superfluous - on top of their already overwhelming workloads. Employees have to come first.

Customer Experience 148

Customer Experience Management Culture Customer Centricity 148

BlueOcean

MAY 5, 2023

In addition to asking smart questions about attrition , be sure to dig into their employee engagement and retention initiatives. What does their internal communication look like? How do they convey employee appreciation? How do they follow up on employee feedback? Ultimately, you’re not asking for zero turnover.

Customer Care 156

Customer Care Contact Center Comparison Government 156

Experience Investigators by 360Connext

JANUARY 10, 2023

You made these goals part of your Customer Experience Success Statement , which helped those in your organization understand not only know what’s most important for the year, but also how to communicate and measure that success. You did this through formal and informal communication strategies.

Customer Journeys 143

Customer Journeys Resources Video Strategy 143

West Monroe

OCTOBER 3, 2023

Importantly, adding these capabilities can improve the employee experience by giving existing workers exciting new tools and insights that can help them do their jobs better—as well as new avenues for growth, advancement, and skill development. Keep employee experience front and center.

Employee Experience 52

Employee Experience Government Healthcare Engagement 52

CX Journey

FEBRUARY 27, 2015

If leaders don''t define the vision, communicate the brand promise, and outline what success looks like, employees can''t be expected to deliver on it. A post I wrote related to this Sin: Is Your Customer Experience Suffering from Short-Sightedness 3. Making the employee experience an afterthought.

Customer Experience 80

Customer Experience Government Customer Journeys Customer Centricity 80

Experience Investigators by 360Connext

OCTOBER 13, 2020

When we understand and communicate the actions that drive the numbers, it becomes easier to adjust those actions, implementing more of what works and less of what doesn’t. Journey maps can be powerful communication tools. Reactive CX: Treating Customer Service as Separate From Customer Experience.

Customer Journeys 143

Customer Journeys Customer Experience Net Promoter Score How To 143

CX Journey

AUGUST 1, 2018

Image courtesy of Pixabay In this two-part series, I'll outline how to stand up a team of CX Champions to activate your customer experience transformation efforts. Do you have a governance structure in place for your customer experience transformation efforts? Because a governance structure is about oversight and execution.

Government 90

Government Customer Centricity Guidelines Groups 90

ShepHyken

MAY 1, 2020

He writes about building a company culture that both empowers and enhances the employee experience, especially during a worldwide crisis. Your company’s employee experience is on center stage. Every employee is at their most vulnerable state. Employees want clarity on everything and expect frequent updates.

Conference 95

Conference Government Employee Experience Communication 95

CX Journey

JANUARY 30, 2019

A governance structure that outlines not only the people involved in the transformation but also their roles and responsibilities as wells as rules and guidelines on how they'll execute the various components of the strategy (think change agents and change management). it's also an important part of the actual customer experience.

Strategy 151

Strategy Customer Experience Metrics Guidelines 151

Pink Guava

FEBRUARY 16, 2022

Cx philosophy lays a lot of importance on how employee experience strengthens the overall customer experience. Cx program and its governance are no different. Communicate Effectively Ability to translate one’s thoughts into the right words at the right time to the right audience!

Leadership 19

Leadership Loyalty Government Metrics 19

Customer Bliss

NOVEMBER 29, 2016

Peeples is a versatile strategist who combines her keen market sense and strong orientation in top line growth and negotiations with her experience, entrepreneurial spirit and business acumen to transform innovative ideas into profits. Establish listening with employees and customers. Clarify vision and communicate.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Roadmap 100

ShepHyken

AUGUST 11, 2024

And in today’s digitally driven world, there are more customer touchpoints and ways of communicating than ever before, making it imperative to get CX right. My Comment: Tata Communications has sponsored a special Harvard Business Review Report on CX that is worth downloading and reading. There are ways AI can close the gap.

Self Service 85

Self Service Customer Service Loyalty Programs Travel 85

CX Journey

AUGUST 8, 2018

How do team members communicate between meetings? There’s always email for communication, but it’s probably best to set up a shared directory where the team can find and share meeting notes, action plans, updates, journey maps, customer and employee feedback, and more. For how long do they serve as CX Champions?

Guidelines 86

Guidelines Customer Journeys Customer Centricity Government 86